Shamir Durand
Miami,FL
Summary
Reliable and well-rounded professional enthusiastically pursuing an opportunity to add immediate value to a growing team. Inspired to help others and driven to apply unfailing work ethic to meet objectives.
Overview
12
12
years of professional experience
Work History
Client Service Associate/Support Specialist
GMMI
REMOTE
02.2023 - 04.2025
- Resolved 50+ customer queries daily via Salesforce, maintaining a 95% satisfaction rate while working remotely
- Managing email inquiries: CSRs also communicate with customers via email to address their questions and provide information about their travel protection plans.
- Processing new claims: They receive claim forms and related information from tour operators or travel agents and set up new claims in the system.
- Providing claim status updates: They keep customers informed about the progress of their claims.
- Resolving claim outcome decisions: In some cases, they communicate claim outcome decisions to the affected
Customer Service Representative
AT&T
Sunrise, FL
06.2019 - 04.2020
- Process confidential personnel information from other departments and customers.
- Planning, monitoring, and appraising job results.
- Conducts new hire employee orientations.
- Compiles information and prepares reports and documents related to audits.
- Act as a resource coordinator for peers seeking higher positions.
- Oversee team meetings.
- Implement new processes and procedures.
Front Desk Coordinator
Marriott
Orlando, FL
01.2013 - 12.2015
- Answer telephone calls from guests seeking to make or cancel hotel reservations.
- Greet arriving guests, assign rooms, issue keys and ascertain guest payment and billing information.
- Answer guest requests for assistance and coordinate with housekeeping, bell service staff and management to fulfill guest requests.
- Provide guests with access to hotel services, forward in-room meal requests and ensure that mail, faxes and packages are delivered in a timely manner.
- Agents also deal with irate guests and find ways to resolve issues to the guest's satisfaction.
- Serve as concierges, assisting guests with ground transportation, restaurant or entertainment reservations and providing other information about the locale.
Education
Diploma - undefined
North Miami Beach Senior High School
Psychology
Broward College
Fort Lauderdale, FLSkills
10 years of extensive experience in the areas of customer service and business management
Demonstrated proficiency in utilizing virtual collaboration tools including Zoom, Microsoft Teams, and Slack
Quickly identify gaps in processes and effectively problem solves to drive results
Ability to resolve complex issues by exercising mature judgments and counsel with stakeholders
Ability to effectively communicate across audiences
Ability to handle large caseload with organized, precise and effective resolutions
Exceptional customer service skills prioritizing customer satisfaction
Proficient in Microsoft Office Suites, Windows 10 and Access
Timeline
Client Service Associate/Support Specialist
GMMI
02.2023 - 04.2025
Customer Service Representative
AT&T
06.2019 - 04.2020
Front Desk Coordinator
Marriott
01.2013 - 12.2015
Diploma - undefined
North Miami Beach Senior High School
Psychology
Broward College